Customer Service Department Evaluation Summary 1
Although I haven't worked in _ _ _ for a long time, I have learned a lot of new knowledge and technology, and I have come into contact with work materials that I haven't touched or even thought about before. All this is a challenge, a promotion and a growth for myself.
Looking back on the work of 10, I was mainly responsible for two aspects of information: one was the update of website information, and the other was _ _ customer service. I'm not very satisfied with my performance because neither of these two materials has been completed well. Here is a detailed explanation of the completion of this work:
I. Network Work Data
1. Update _ _ website _ _ campus news, including campus news, exam information and information related to studying abroad, so that people who browse our website can see our students at a glance, master our daily news, and learn English exams and relevant knowledge about studying abroad.
2. Use _ _ to publish articles to promote _ _ English.
3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.
4. Check the information about _ _ _ _ English schools in _ _ _ and _ _ _ to find out your views and needs on _ _ _ English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)
5. Advertise in training websites, classified advertisements, foreign language training and exit training, _ _ forums and X local forums, _ _ and other places.
6. Write an article on English public welfare activities-high school construction.
7. Compile the new column of _ _ English website-information about IELTS score guarantee plan.
Second, _ _ Customer Service Consulting Status
Among the many visitors in the school, there is a way to interview students through online consultation, which is directly related to whether the customer service can consult effectively, so there are also higher requirements for my work materials. In addition to organizing the website, I must also improve the potential of online communication with customers.
The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. Through this month, I am not very satisfied with myself after completing the customer service work. The main problems are as follows:
1, the number of consultations itself has decreased compared with last month.
The number of people who come to consult has decreased.
3. The counselor's learning intention is not strong, and I lack sufficient potential, so that he just wants to consult first, and then he is really attracted to our school.
In view of the above problems, I intend to make improvements in several aspects in my work next month:
1. It is also the most important to analyze the customer service consultation materials of last month, find out the problems in communication, change the communication mode and tone, try to guess the speaker's psychological activities and improve the consultation potential.
2. Strengthen the publicity of _ _ English on the website, and add 53 customer service links on the page of the article as much as possible to improve the click-through rate.
3, to improve their professional quality potential, and sometimes occasionally because of some antipathy to the questions raised by consultants, thus changing their mentality, improving their professional potential and increasing the amount of consultation in the future.
It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.
Summary of assessment work of customer service department II
For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulties. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic-so I began to work hard for it: a cohesive team should be like an "ant ball", which can quickly get together when it is in danger and finally get out of danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users, nor will we be surprised by the quirks of complainants. Wow, what can we do to prevent a lot of harassment to users?
Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in call centers for business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.
Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we will conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.
Summary of assessment work of customer service department 3
At the beginning of 20__, I was fortunate to be a member of the customer service center. From the day I entered the customer service center, I regarded the customer service center as my family. I know my interests like the back of my hand, whether I am a regular employee of the company or a hired employee, whether I am an older employee or a girl who has just entered the society. Their emotions make me worry about each other, trust each other and talk about everything. In communication, they pour out grievances, release pressure, adjust their mentality in relaxation, and maintain a sunny mood. In their eyes, I am not only the person in charge of the center, but also their work and life mentor. I often share with them the mentality of being a moral person, doing things with quality and living with taste, and guide young employees how to work and live, so that employees can truly feel happy at work and grasp a happy life.
In the past two years, I have embodied my love in the smallest details of my life and integrated my true feelings into every link of my work. From the perspective of love, mutual understanding and sincere treatment have won the respect and recognition of employees. This is my life wealth! I am proud to be the friendliest team in the company, and I am proud to be a member of an excellent team!
First, pay attention to the service concept and team culture construction of the customer service center, and strive to build a cohesive and effective learning team.
The so-called team is simply understood as a group of people in a specific range, but should be a group where everyone works together for the same goal and voice. Whether this group is United, cohesive, learning from each other and sharing knowledge determines the combat effectiveness of the team and is one of the key factors affecting the development of a unit or department.
I know very well that even the best manager's personal ability is limited, and everyone's wisdom is unlimited. How to design the internal culture of the customer service center, inspire every employee to love and work hard, and build a cohesive and fighting learning team, so that every employee has a sense of belonging and professional pride. This is my pursuit and goal since the establishment of the customer service center.
In the team building of the company, it is the difficulty coefficient. The age difference of employees in the company center is large, the employment method is not uniform, the salary is low, the work is cumbersome and stressful, and the personal quality is high. It is common to be wronged at work. "Customer service center is a firewall operator and a fire extinguisher." This is the real writing of daily work. As usual, it is called "Customer service center is a center for gathering contradictions and overcoming difficulties." This is the case. How to relieve the pressure of employees in this situation? How to prevent employees from losing control of their self-emotion in the process of service and having a negative impact? Stimulating employees' enthusiasm for work and study, and enhancing employees' post identity and loyalty to enterprises are practical problems that I often think about and need to solve.
Management is an idea, a service and an artistic inspiration. It is closely related to daily management and team building. The incentive work of customer service center includes human resource management. Sex also has its particularity. As we all know, the development of any unit is inseparable from the creativity and enthusiasm of all employees. Although material incentives are still an important indicator to measure employees' own value, in fact, under certain circumstances, the role of spiritual incentives exceeds the significance of material incentives to a certain extent. I think, with motivation, expectation, sprint and sense of identity, there will be a sense of belonging. Based on this concept, there will be incentive measures in the daily management of X, and measures for all employees: I pay attention to the progress of every employee bit by bit, and the performance is flexibly customized. A satisfied smile and a positive word will make employees "serve warmly and make progress every day". Pay attention to employees' appreciation, shape employees' dribs and drabs accumulation, form a team effort, and ensure the continuous improvement of the overall service level of the center and the smooth completion of various goals.
I often warn and encourage my colleagues: Facing the market and customers, we must integrate with telecom and stand up to represent Suizhou Telecom!
The second is to refine the quantitative performance indicators of basic management and create a fair, just and open assessment atmosphere.
Benchmarks should be positioned, management should be refined, indicators should be quantified and evaluation should be fair. This is my simple summary of the daily management of the customer service center.
Boldly implement the positive-oriented performance appraisal spirit of the branch company, divide the work according to the actual situation of the center, formulate job responsibilities respectively, set performance appraisal indicators for each employee, set high-quality services, and put forward specific requirements and standards for each employee while refining and quantifying the work tasks, so that each employee can take corresponding responsibilities, objectively evaluate others, give full play to their work enthusiasm, and create a positive competitive atmosphere.
Summary of assessment work of customer service department 4
Twenty years have passed, and when I look back on my work in the past year, I am deeply touched. Time flies, I have been working in the company for more than a year before I know it. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.
Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. Customer service staff should not only receive all kinds of logistics progress, consultation, complaints and suggestions from customers, but also follow up the work of various departments in time and pay a return visit to customers. In order to improve work efficiency, we should also be responsible for the statistics and archiving of all kinds of information, so that all kinds of information can be stored more completely, searched more conveniently, and the integrity of original data can be maintained, and all work should be carried out according to standards.
The following is a summary of my main work in the past 20__ years:
1, according to the requirements, archive the customer's files, and track and update them in time when changes occur;
2. Respond to customers' inquiries in time and record them on the logistics information registration form;
3. Classify the problems reflected by customers and contact the courier for follow-up feedback;
5, accept all aspects of information, notify the relevant departments and personnel for processing, and make records at the same time, and track this process, and pay a return visit after completion;
6. Data input and file arrangement. Seriously enter and print the company express, make forms and documents according to the needs of each department, and draft reports;
7, the replacement of old and new forms and put into use;
8. Complete other tasks assigned by superior leaders.
In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. Customer service work summary and plan. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. Now I deeply understand the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.
Summary of assessment work of customer service department 5
Being engaged in express customer service is a very patient and challenging job. Regardless of the length of time, customer service can give people great growth. The following is a summary of my personal express telephone customer service work.
Here, we hold a pre-shift group meeting every morning. Each group leader will summarize some mistakes from yesterday's outgoing and incoming calls, and emphasize what problems should be paid attention to in today's outgoing calls the next day; Here, our team members, team leaders and students make cases with each other, find our shortcomings from one case to another, and strengthen our standard speech skills, so that we can calmly deal with all kinds of difficult customers; Here, we discuss the blackboard design of each team in each group, and every student actively participates in the discussion. Everyone expressed their opinions and exchanged views with each other. Qi Xin cooperated to complete the design and production of the blackboard newspaper; Here, we hold a big group meeting every day before going to work, and the leaders of the building will praise outstanding students in all aspects and encourage students who have made progress; Here, many good deeds happen every day. Although these things are small, what we feel from these small things is as warm as our big family. Here, we will record our work speech every day, and record every bit of our work; More importantly, here, under the influence of corporate culture, we constantly improve our overall quality and improve ourselves. This tense and busy atmosphere makes me feel a little stressed when I am a little lazy on weekdays. But the enthusiasm, welcome and smile of the old seat and new classmates infected me and made me relax. Listening to the kind and skilled words of the old employees, watching their skillful operation and appreciating their seriousness and perseverance in their work, the impetuous youth has also faded and become more mature and stable.
Summarize the following points from this year's work:
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.
Second, study hard and keep pace with the times.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff in the express delivery industry, I deeply understand that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with new services, and let me solve customers' problems with new services.
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